Overview
Transactional emails are automated messages triggered by patient activity in your RepeatMD app — not marketing blasts. They confirm purchases, alert patients to failed membership payments, and notify patients when a membership ends. Some emails also go to your practice when configured.
This article is for practice owners, managers, and front-desk staff who need to know which emails patients receive and how to add an admin recipient for practice copies.
Before You Start
Transactional emails are system-generated. You cannot edit their copy or design from the Admin Panel.
Patients receive emails at the address on their Patient App account.
By default, patients receive purchase and membership lifecycle emails. Practices receive some notifications automatically; additional admin recipients require a Support or CEM request.
Transactional emails are separate from SMS Blast messages and automated marketing campaigns.
Why It Matters
Knowing which emails fire — and when — helps your team:
Answer patient questions about receipts, failed payments, and cancellation confirmations.
Catch failed membership payments early when your practice receives dunning notifications.
Reconcile purchases using order confirmation details without asking patients to forward emails.
Route billing alerts to the right office manager or billing contact.
How It Works
Order confirmation email
When it sends: After a patient completes a successful in-app purchase, including the first successful payment of a monthly membership.
Who receives it: The patient and your practice (when practice notifications are enabled).
What it includes: Order details such as items purchased, amounts charged, and payment confirmation. Use it as a record for front-desk reconciliation.
Related: Make a purchase in the Patient App
Membership dunning (failed payment) email
When it sends: When a patient’s membership renewal payment fails because the card on file expired, was declined, or is no longer valid.
Who receives it: The patient receives the failed-payment notice in the Patient App (banner) and related email communication. Practices receive an email notification for missed membership payments so staff can follow up.
What it includes: Alert that payment failed and guidance for the patient to update billing or manage the membership.
Membership cancellation confirmation email
When it sends: When a membership is canceled — by the patient in the Patient App, by an admin for the patient, or automatically after exhausted dunning retries.
Who receives it: The patient. Practices may receive related notifications depending on account configuration.
What it includes: Confirmation that the membership has ended and any relevant effective-date information.
Practice admin copies
RepeatMD can configure a designated admin user to receive transactional email copies (for example, order confirmations or failed-payment alerts). This is not self-serve in the Admin Panel today.
Step-by-Step Instructions
Request an admin recipient for transactional emails
Identify the admin user who should receive copies (full name and email address).
Email support@repeatmd.com or contact your Client Experience Manager (CEM).
Provide the admin’s name and email address and specify which notifications they should receive if known.
RepeatMD configures the recipient on your behalf. Allow a short processing window for the change to take effect.
Best Practices and Pro Tips
Use a shared billing inbox (for example,
billing@yourpractice.com) for admin recipients so coverage does not depend on one person.Train front desk on dunning emails so staff know a failed-payment alert means the patient should update billing in the Patient App.
Do not confuse transactional emails with SMS Blast — offboarding and promotional messages use different channels.
Cross-check with Patient Profiles when a patient says they did not receive a receipt; confirm the email on their account matches what they expect.
Common Mistakes and FAQs
Q: Can I customize transactional email copy or branding?
A: Not from the Admin Panel. Transactional templates are system-managed. Contact Support if you have a specific concern about content.
Q: Can I turn off order confirmation emails to patients?
A: No. Order confirmations are required purchase receipts for patients.
Q: Why did our practice not receive a failed-payment email?
A: Confirm an admin recipient is configured. By default, practices receive missed-payment notifications, but routing depends on your account setup. Contact Support to verify recipients.
Q: Does the patient still see a banner if payment fails?
A: Yes. Failed membership payments show a banner in the Patient App in addition to email notification. See Understand membership dunning (Patient App).
Q: Are transactional emails sent when we offboard from RepeatMD?
A: When your platform is deactivated, active memberships cancel and patients receive cancellation notifications. See Prepare for RepeatMD offboarding (Admin Panel).
Q: Can admins update a patient’s billing email from the Admin Panel?
A: No. Patients update membership billing information in the Patient App. See Update patient membership billing information (Patient App).
Next Steps and Support
Need help? Email support@repeatmd.com